Exchange & Refund Policy

Products purchased from ALAY can be exchanged within 7 days of purchase under the following conditions: 

  • The product(s) is faulty, damaged or defective at the time of delivery.
  • The product(s) does not match the original specifications/description or is not the same as the customer purchased.
  • You are required to notify Alay within 7 days of delivery by writing to or by calling at 03000992529 to raise the dispute. We require photographic evidence of the defective item in the allotted time. At ALAY we strive to be fair to both parties and take disputes very seriously.
  • Replacement will be sent only in the case of defected/faulty/damaged item.
  • Customers are required to return the merchandise via traceable delivery such as courier or registered post at their own expense to our address.

Refund requests will be processed within 10 working days after receiving the return products. Delivery charges (Rs. 350) will be deducted in case of a refund.

NOTE: Items purchased on sale are not eligible for a refund. Customer can only exchange those items within 7 days of purchase. New price will be charged if the same item was purchased during sale and in case sale is over at the time of exchange request.

The following scenarios release Alay from the liability of exchange and/or refund of merchandise. Such scenarios include but are not limited to the following: 

  • An Exchange request is made outside the specified time frame.
  • The product is damaged due to use or mishandling by the customer.
  • The product has been tampered with.
  • Or customer changed his/her mind or didn’t check the product specifications at the time of purchase. 

For further queries about exchanges and returns, please contact us at 03000992529 or email at

Best and quickest was to get your exchange/ return requests processed is to fill in exchange and refund form available here

Shipping Address: 64 CCA, 3rd Floor, Sector C, Phase 5, DHA Lahore, Punjab 54000.